Megan Burns and Moments of Change for Experience Design

Megan Burns stops by the Experience by Design studios to talk about her 20 years of work in customer experience, and how she is now helping organizations change their cultures to reach their customer experience aims. In this episode Megan talks about how a self-proclaimed ‘word nerd’ gets organizations to understand how words and terms can drive the wrong messages without even knowing it. We also explore how the human brain is the ultimate legacy technology, as well as how to upgrade your brain without it crashing. Finally, we talk about how companies are in an ‘experience race,’ and how many should stand down to focus on what customers and employees actually want.